Licenses Disappeared

SmartConnect is available with SmartServer 4.2 and higher. 

Device and maintenance licenses are not affected (deleted or modified) by updating or re-imaging the SmartServer IoT/SmartConnect. If you perform a software update or re-image to SmartServer 3.6 and higher, and you did not have a valid maintenance license, then the SmartServer will disable any device related processes even if there is a valid device capacity license. Activating a maintenance license will resolve this issue. 

If the SmartServer had been previously licensed and all the SmartServer Licenses disappear, then perform the following steps:

1.  Re-enter the customer ID and re-activate the device capacity and maintenance licenses.

   1. If you try to re-enter customer ID, but the dialog just seems to spin:

      1. Check if the customer ID is correct.

         1. If the customer ID is correct and this is a lab SmartServer, or a SmartServer that you can re-image, then try re-imaging the SmartServer.
            
            

2.  For SmartServer IoT, retrieve the license specific log (/var/apollo/data/lic_data*) and setup files using the following console/SSH commands:

   sudo tar -czvf /var/apollo/data/lic_data-${APOLLO_INSTALL_CODE}-$(date +"%Y%m%d%H%M%S").tar.gz /var/.slm /var/apollo/data/certs/lic/.data/lservrc /var/log/supervisor/lim.log /var/log/supervisor/supervisord.log /var/log/syslog sudo chown apollo:users /var/apollo/data/lic_data*

    

3. Get MQTT data.

   Get MQTT data with ssh/console

   mosquitto_sub -v -t glp/0/+/fb/lic/cfg -t glp/0/+/fb/lic/sts --retained-only

    

   If you have devices that appear purple, but you have sufficient device credit, then run the MQTT request shown below and send Support the log file starting with /var/apollo/data/retained_mqtt   /var/apollo/data.
   
   

   Sufficient device credit, but seeing purple devices

   mosquitto_sub -t "glp/#" -F "%J" --retained-only > /var/apollo/data/retained_mqtt_${APOLLO_INSTALL_CODE}-$(date +"%Y%m%d%H%M%S")_log.txt

    

4. For SmartServer IoT, use an SFTP application, like WinSCP, to get the tar file  /var/apollo/data/lic_data*.
   
   

5. For SmartConnect, use the following command to look for any Licensing Module issues:

   sudo journalctl -xfu smartserver-lim

    

6. For SmartServer IoT, look at the following license log for any issues: /var/log/supervisor/lim.log. 

   1. Use one of the following:

      1. Console/SSH and enter the following command:

         cat /var/log/supervisor/lim.log

      2. WinSCP to unzip the tar file.
         
         

   2. If you see Failed with status 510046 in lim.log, then perform the following:

      Console/ssh workaround (only applies to the 510046 failure)
      
      SmartServer 4.0 and higher

      sudo smartserverctl stop core:echlim su rm -r /var/.slm/ sudo smartserverctl restart core:echlim sudo smartserverctl reload

      
      SmartServer 3.6 and prior

      sudo supervisorctl stop core:echlim su rm -r /var/.slm/ sudo supervisorctl restart core:echlim sudo supervisorctl reload

       

   3. If you still have a problem, then reboot SmartServer IoT/reboot SmartConnect.
      
      

   4. If you are still not able to resolve this issue, then contact Support.
      
      

7. If you need to contact the Support team, then provide the SmartServer install code that is displayed on the SmartServer System Configuration page or on the back label of the SmartServer.